SCHOOL OF HOTEL AND TOURISM MANAGEMENT

FRONT OFFICE MANAGEMENT

Digital assignment-1

FRONT OFFICE TERMINOLOGIES

Name : Gouse basha.H

Roll. No : 19BHM0003
Course : BHM3024
code : 07/08/2021
Date : Sathish Kumar E T
Faculty
Introduction Of Terminology :

Terminology is the language used to describe a specific thing, or the

language used within a specific field. Special language used by
scientists is an example of science terminology

Front office terminology:

1. American Plan ( AP) - A billing arrangement under
which room charges include the guestroom and three
meals, Also called as full board / full pension.
2. European Plan (EP) - A billing arrangement under
which meals are priced separately or room only plan
3. Modified American Plan (MAP) - A billing
arrangement under which the daily rate is including
room and two meals, generally Breakfast and dinner.
4. Continental Plan ( CP ) - One of the most
common/preferred billing arrangement which includes
room and continental breakfast.
5. All-Inclusive (AI) - AI normally stands for all-inclusive
rates ie rates which are inclusive of all applicable taxes and
service charge. Eg: CPAI, MAPAI, APAI etc.
Rack Rate - The published tariff for each room type/category in
a hotel.
Log Book - Located at reception containing
instructions/information/ happenings/handover of the day to
know of.
Registration Card - A printed form for a registration record, In
most countries, the guest's signature on a registration card is
required by law.
Reservation Status - An indicator of a room's long-term
availability for assignment.
Room Rate - The price of hotel charges for overnight
accommodations.
Skipper - A guest who leaves with no intention of
paying for
the room.
Scanty Baggage - A guest who checks in to the hotel with very
less or no luggage.
Walk-in - A guest who arrives at a hotel without a reservation.
Walking - Turning away a guest who has a reservation because
of a lack of room availability.
Due outs - Guests expected to check out on a given day who
have not yet done so.
Credit limit/house limit - A limit assigned by the hotel to guest
or company accounts.
Upselling - A sales technique whereby a guest is offered a more
expensive room than what he or she reserved or originally
requested, and then persuaded to rent the room based on the
room's features, benefits, and his or her needs.
Block - An agreed-upon number of rooms set aside for members
of a group planning to stay in a hotel.
Book - To sell or reserve rooms ahead of time.
Confirmation Number - A code that provides a unique
reference to a reservation record and assures the guest that the
reservation record exists.
Confirmed Booking - When Reservation is guaranteed with a
Credit card, Deposit, Company / TA voucher etc.
Tentative Booking - When the reservation is waiting for
bookers confirmation.
Waitlisted Booking - Reservation kept on hold due to
the hotel
is overbooked.
Cut-off date - The date agreed upon between a group and a
hotel after which all unreserved rooms in the group's block will
be released back to the general availability.
Cancellation date - Indicates the date when the reservation was
manually cancelled.
No-Show - A guest who made a room reservation but did not
register or Check-in.
Long Stay - A Guest who stays more than a certain number of
days, Eg: More than 7 days etc.
Overbooking - accepting more reservations than there are
available rooms.
Wash down - Blocking fewer rooms than the number requested
by a group, based on previous group history.
Guest Cycle - A division of the flow of business through a hotel
that identifies the physical contacts and financial exchanges
between the guests and the hotel.
Guest Folio - A form ( paper or electronic ) used to chart
transactions on an account assigned to an individual person or
guest room.
Late Charge - A transaction requiring posting to a guest
account that does not reach the front office for posting before
the guest had checked out or done the final settlement.
No Post - Special functionality on Property management
systems (PMS) to activate a 'NO post' on reservations this will
stop any extra charges from other outlets or connected systems
to be charged to the guest room. Example a No Post flag can be
activated for interfaces like Telephone, Wifi or Internet, Point of
Sale (POS), SPA systems etc.
Global Distribution System (GDS) - A distribution channel for
reservations that provides worldwide distribution of hotel
reservation information and allows selling of hotel reservations
around the world, usually accomplished by connecting the hotel
reservation system with an airline reservation system ( Eg -
Amadeus, Saber, Galileo/Apollo or Worldspan )
IDS - Internet Distribution System OR ADS - Alternate
Distribution System - This refers to Online Travel Agents like
Agoda, Booking . com, Expedia etc. Additionally, your own
hotel's booking engine also comes under IDS. Any Channel
Manager Like TravelClick, Synxis, STAAH, Siteminder etc. is a
tool which can handle these IDS or ADS channels.
PMS - Property Management System
POS - Point of Sale Systems ( Used in Restaurants / Outlets)
TA - Travel Agent who receives the commission for the
bookings.
OTA - Online Travel Agents
IDS - Internet Distribution System
Void - Reversal of Charges which was posted on the
same day
Allowance - Reversal of charges which was posted before the
current system / PMS date.
ACC - Accommodation Charges or Revenues related to
Room.
F&B - Food and Beverage Charges or Revenues generated from
Food and Beverage Outlets.
Misc. - Miscellaneous Charges, Like Paid out, Postage, Photo
Copy, Medicine, Courier etc. come under Miscellaneous charges

Access time – the amount of time required for a processor to

retrieve information from the hard drive; recorded in ++m1
illiseconds.
Account payable – Financial obligations the hotel owes to
private and government-related agencies and vendors.
Account receivable – Amount of money owed to the hotel by
guests.
Aging of account – Indication of the stage of the payment
cycle such as 10 days old, 30 days overdue, 60 days overdue.
All-suite – A level of service provided by a hotel for a guest
who will desire an at home atmosphere.
Amenities – Personal toiletry items such as
toothpaste, mouthwash and electrical equipment.
shampoo,
American plan – A room rate that includes meals, usually
breakfast and evening meal as well as room rental in the room
rate.
Assets – Items that have monetary value.
Atrium concept – A design in which guest rooms overlook
the lobby from the first floor to the roof.
Average Daily Rate ( ADR ) – A measure of the hotel
staff’s ability to sell available room rates; the method to
compute the ADR is Room revenue / number of rooms sold
Balance sheet – An official financial listing of assets,
liabilities and owner’s equity.
Bank card – credit cards issued by banks, examples of
which include Visa, MasterCard, JCB.
Banquet sheet – a listing of the details of an event at which
food and beverage are served.
Bill-to-account – An extension of credit to a guest by an
individual hotel that requires the guest or the guest’s employer to
establish a line of credit and to adhere to a regular payment
schedule.
Biometrics – An individual electronic measurement of
uniqueness of human being such as voice, hand print or facial
characteristics.
Blackout – Total loss of electricity.
Blocking on the horizon – Reserving guest rooms in the
distant future.
Blocking procedure – Process of reserving a room on a
specific day.
Bottom up – A sales method that involves presenting the lest
expensive rate first.
Brownouts – Partial loss of electricity.
Business affiliation – Chain or independent ownership of
hotels.
Call accounting – A computerised system that allows for
automatic tracking and posting of outgoing guest room calls.
Cancellation code – A sequential series of alphanumeric
combinations that provide the guest with a reference for a
cancellation of a guaranteed reservation.
Cash bank – A specific amount of paper money and coins
issued to a cashier to be used for making change.
Cashier – A person who processes guest check outs and legal
tender and make change for guest.
Cashier’s report – A daily cash control report that list cashier
activity of cash and credit cards and machine totals by cashier
shift.
Chain – A group of hotels that follow standard operating
procedures such as marketing, reservations, quality of service,
food and beverage operations, housekeeping and accounting.
Chain affiliations – Hotels that purchase operational and
marketing service from a corporation.
Channel management – Objective review of the
profitable marketing approach most for guest rooms, central
reservation system, GDS, third party reservation system, toll free
phone reservation, travel agent, etc.
City ledger account – A collection of accounts receivable of
non-registered guest who use the service of the hotel.
Collective bargaining unit – A labor union
Commercial cards – Credit cards issued by cooperation, an
example of which is Diners Club.
Commercial hotels – Hotels that provide short-term
accommodation for travelling guests.
Commercial rate – Room rates for business people who
represent a company but do not necessarily have bargaining
power because of their infrequent or sporadic pattern of travel.
Communication hierarchy – A listing of the order in which
management personnel may be called on to take charge in an
emergency situation.
Complimentary rate – A rate in which there is no charge to
the guest.
Computer supplies – Paper, forms, ribbons, ink cartridges
needed to operate the system.
Concierge – A person who provides an endless array of
information on entertainment, sports, amusement, transportation,
tours, church services and babysitting in a particular city or
town.
Conference call – A conversation in which three or more
persons are linked by telephone.
Confirmed reservations – Prospective guests who have a
reservation for accommodations that is honoured until a
specified time.
Continental breakfast – Juice , fruit, sweet roll and/or
cereal.
Controller – The internal accountant for the hotel.
Convention guests – Guest who attend a large convention
and receive a special room rate.
Corporate client – A hotel guest who represents a business or
is a guest of that business and provides the hotel with an
opportunity to establish a regular flow of business during sales
periods that would normally be flat.
Corporate guests– frequent guests who are employed by a
company and receive a special room rate.
Corporate rates – Room rate offered to corporate clients
staying in the hotel.
Credit – A decrease in an asset or an increase in liability, or an
amount of money the hotel owes the guest.
Credit balance – Amounts of money a hotel owes guests in
future services.
Credit card imprinter – makes an imprint of the credit card
the guest will use as the method of payment.
Crisis management – maintaining control of an emergency
situation.
Cross-training – training employees for performing multiple
tasks and jobs.
Current guests – Guest who are registered in the hotel
Customer relationship management A system
allows hotel managers to integrate technology
– thatto support
customer service techniques that provide top-notch customer
service.
Cycle of service – The progression of a guest’s request for
products and service through a hotel’s department.
Daily blocking – assigning guests to their particular rooms on
a daily basis.
Daily sales report – A financial activity report produced by a
department in a hotel that reflects daily sales activities with
accompanying cash register tapes or point-of-sales audit tapes.
Database interfaces – the sharing of information among
computers.
Data sorts – Report option in a PMS that indicate groupings of
information.
Debit – An increase in an asset or a decrease in a liability.
Debit balance – An amount of money the guest owes the
hotel.
Debit cards – Embossed plastic cards with a magnetic strip on
the reverse side that authorise direct transfer of fund from a
customer’s bank account to the commercial organisations bank
account for purchase of goods and services.
Deep cleaning – A through cleaning on furniture and
accessories, windows, flooring and walls.
Demographic data – Size, density, distribution, and vital
statistic of population broken down into, for example; age, sex,
marital status and occupation categories.
Departmental accounts – Income and expense-generating
areas of the hotel, such as restaurants, gift shop and banquet.
Direct-email letters – Letter sent directly to individuals in a
targeted market group in a marketing effort .
Distance learning – learning that takes place via satellite
broadcasts, Picture Tel, or online computer interaction.
Double Occupancy Percentage – A measure of a hotel’s
staff ability to attract more than one guest to a room; the method
to compute double occupancy percentage is :Number of guest –
number of rooms sold / number of rooms sold X 100%
Eco tourists – Tourist who plan vacation to understand the
culture and environment of a particular area
Electronic key – A plastic key with electronic codes
embedded on a magnetic strip.
Electronic key system – A system composed of battery-
powered or, less frequently, hardwired locks; a host computer
and terminals; a keypuncher; and special entry cards that are
used as keys.

Empowerment – Management’s act of delegating certain

authority and responsibility to frontline employees.
Ergonomics – The study of how people relate psychologically
to machines.
Express check out – Means by which the guest uses
computer technology in a guest room or a computer in the hotel
lobby to check out.
Family rate – room rates offered to encourage visit by
families with children.
Float – The delay in payment from an account after using a
credit card or personal check.
Floor limit – A dollar amount set by the credit card agency
that allows for a maximum amount of guest charges.
Flow analysis processes – The preparation of a schematic
drawing of the operations included in a particular function.
Flowchart – An analysis of the delivery of a particular product
or service.
Folio – A guest’s record of charges and payment.
Forecasting – Projecting room sales for a specific period.
Full house – 100 percent hotel occupancy; a hotel that has all
its guest room occupied.
Full service – A level of service provided by a hotel with a
wide range of conveniences for the guest.
Global Distribution System ( GDS ) – Distributor of hotel
rooms to corporations such as travel agents that buy rooms in
large volume.
Going green – the responsibility to take care of
the environment.
Non-group displacement – the turning away of transient
guests for lack of rooms due to the acceptance of group business.
Front Office Glossary [FOG 149]
Non-guest Account – Account of transactions of companies,
groups and non-resident individuals
No-show – a guest who made a room reservation but did not
register or cancel.
Occupancy – The number of saleable rooms occupied by
guests
Occupancy Report – A report prepared each night by a front
desk agent that lists the rooms occupied that night and indicates
those guests expected to check out the following day
Outstanding Postings – The charges and credits awaiting
entry in the guest folio
Overbooking – Booking rooms that are beyond the hotel room
capacity
Package Rate – A rate quoted when there are events in the
city and includes the price of access to the events
Paid-in-advance (PIA) – A guest who pays his or her room
charges in cash during registration. PIA guests are denied in-
house credit.
Paid-Out – Authorised cash payment made on behalf of a
guest and charged to the guest’s account as a cash advances
Point-of-sale(POS) system – An automated network that
allows electronic cash registers at the hotel’s points of sale to
communicate directly with a front office system
Posting – Entry made in the guest folio
Rack Rate – The official rate of a particular category of a
room established by the hotel on a given day
Revenue Centre – A hotel division or department that sells
products or services to the guests and thereby directly generates
revenue for the hotel such as the front office, food and beverage
outlets, room service and retail stores
Room Allocation – Assigning a room to a guest after he has
registered into the hotel
Room Discrepancy Report – A report listing any
discrepancies between front desk and housekeeping room status.
Front Office Glossary [FOG 159]
Room Night – A charge for a one night occupation, spanning
two days from noon to noon
Room Plan – A package proposal of room and meals in a
single price
Room Revenue Day – 12 noon to 12 noon of the next day
Room Status Discrepancies – A situation in which the
housekeeping department’s description of a room’s status differs
from the room status information that guides front desk
employees in assigning rooms to guests
Room Tariff – Room rate
Sales Summary Sheet – A record of all cash and credit sales
made in a revenue outlet
Scanty Baggage- A guest with small hand luggage
Seamless connectivity – the ability of travel agents to book
reservations directly into hotel reservation systems as well
as
verify room availability and rates. Front Office Glossary [FOG
157]
Self-registration – A computerised system that automatically
registers a guest and dispenses a guest-room key, based on the
guest’s reservation and credit card information
Skipper- A guest who has departed without settling the bill.
Sold Out – It is a status in which all the rooms in the hotel are
sold
Support Centre – A hotel division or department that does
not generate revenue directly but support the hotel’s revenue
centres such as food production department, housekeeping,
accounting, engineering and maintenance and human resources
TDD – Telecommunications Devices for the Deaf is a specially
designed piece of equipment which looks like a small
typewriter
Tourist Huts – An independent suite A negotiated discounted
rate to attract diplomatic business detached from the main hotel
lobby. They are generally found in resorts for greater privacy
and exclusivity. Some huts or cottages have independent mini
kitchens.
Trade Rate – A negotiated discounted rate with
trade organisations that guarantee a minimum number of room
night
Transaction – Exchange of cash or credit for
services purchased
Travel Agents Rate – A negotiated rate for volume business
through travel agents
Travel Writers Rate – a discounted rate to encourage them
to write about the hotel and facilities
Under stay- A guest who has checked out before his expected
date of departure.
Upgrade – Change of room status to a higher rate and standard
Unselling – A sales technique where a guest is offered a more
expensive room than what he/she reserved or requested and is
then persuaded to rent the room based on the room’s features
and benefits and his/her needs
Wake-up Call – A system to awaken guests at a time
requested by them
Walk-ins – Guests who arrive at hotel without prior reservation
Walking (a guest) – Turning away a guest because of a lack
of rooms

Common Terms Used In Front Office Department

Account receivables
The amount of money an organization has the right
to receive within some specified period (say 30 days)
against the delivery of products/services.
Bell desk
An extension of front desk that deals with
personalized guest services.

Cancellation charges

They are the charges borne by the guest on

cancellation of a confirmed reservation or for not
showing-up on confirmed reservation.

Concierge
Information desk that assists guests for
transportation, booking of events outside the
hotel.

GRC
Guest Registration Card, which the guest needs to
fill in with personal formation at the time of registration.

Guest
Customer of the hotel business being served.

IP-PBX

Internet Protocol Private Branch Exchange, where

internet protocol is used for call transmission.
MICE
Acronym for Meetings, Incentives, Conferences,
and Exhibitions.

Non-guest
Customer of a hotel business not being served at the
moment.

No-show

A guest who has reserved an accommodation

neither turns up nor cancels it.

OHMS
Online Hotel Management System, a software
system to manage all back-office operations of a hotel.

PBX
Private Branch Exchange, a private network of
telephones within an organization.

POS
Acronym for Point of Sale. It is the revenue
generating place in the hotel where retail transactions are
carried out.
Rack rate
The price at which the hotel rooms are sold before
applying discount.

SMERF
Acronym for Social, Military, Educational,
Religious, and Fraternal.

Trial balance
It is a report of accounts that represents ending
balance of each account in the list. It is prepared at the
end of an accounting period.

Uniformed services
Personalized services provided to the
guests.

Valet
A male attendant to park and clean the car.

Whitney System
An old reservation system for hotel
accommodations.

Yield Management
A variable pricing strategy, based on understanding,
anticipating and influencing consumer behavior in order
to maximize revenue from a fixed, perishable
resources.
adjoining rooms:
guest rooms located side by side without a connecting door between them
affiliated hotel:
a hotel that is a member of a chain, franchise, or referral system. Membership provides special
advantages, particularly a national reservation system.
Airline-related guests:
airplane crew members and passengers who need emergency accommodations.
Access aisle:
an aisle that is a necessary part of an accessible parking space.the aisle allows disabled
individuals with a device, such as a wheelchair, to enter and exit vehicles and travel to the
sidewalk or building entrance.
Airport hotel:
a hotel located near a public airport. Although airport hotels vary widely in size and service
levels, they are generally full-service and are more likely than other hotels to have in-room
movies, computerized property management systems, and call accounting systems.
All-expense tour:
a tour offering all or most services transportation,lodging, meals, sight-seeing, and so on for a
pre-established price. The terms”all-expense” and “all-inclusive” are much misused. Virtually
no tour rate covers everything. The terms and conditions of a tour contract should specify
exactly what is covered.
All-suite hotel:
a hotel that features suites. A suite is an accommodation larger than the typical hotel room,
with a living space separate from the bedroom. A suite can also have a kitchenette or
whirlpool.
Amenity:
service or item offered to guests or placed in guest rooms for the comfort and convenience of
guests, and at no extra cost. Examples are various guest services (such as in-room
entertainment systems, automatic check-out,free parking, concierge services, and multilingual
staff) in addition to an array of personal bathroom items offered by most hotels and motels.
Amenities are designed to increase a hotel’s appeal, enhance a guest’s stay, and encourage
guests to return.
MERICAN PLAN:
room rate that includes three meals.
TRIUM:
guest room floor configuration in which rooms are laid out off a single-loaded corridor
ncircling a multistory lobby space; also the multistory lobby space, usually with a skylight.
UTOMATIC IDENTIFICATION OF OUTWARD DIALING:
feature of a call accounting system that immediately identifies the extension from which an
ut going call is placed.
UTOMATIC ROOM/RATE ASSIGNMENT:
omputerized assignment made through algorithms based on parameters specified by hotel
anagement officials. Rooms may be selected according to predetermined floor zones
imilar to the way in which guests are seated in a dining room), or according to an index of
om usage and depreciation.
VERAGE OCCUPANCY:
ratio that shows rooms sold over a fixed period of time as a percentage of total available
oms in a property over the same period of time.
VERAGE OCCUPANCY PER ROOM:
ratio that shows the average number of paid guests for each room sold. Calculated by
viding number of paid room guests by number of rooms sold. Measures management’s
bility to use the lodging facilities.
VERAGE ROOM RATE:
ratio that indicates average room rate, and to what extent rooms are being up-sold or
scounted; calculated by dividing rooms revenue by number of rooms sold. Also called
verage daily rate or ADR.
ACK OF THE HOUSE:
he functional areas of a hotel or restaurant in which employees have little or no direct guest
ontact, such as kitchen areas,engineering and maintenance, and the accounting department.
AY:
The principal compartment, generally of a suite, that is the space equivalent of a standard
guestroom. A suite may have a single-bay or multiple-bay living room
 ED & BREAKFAST (B&B):
small inn or lodge that provides a room and a breakfast. Often a B&B
in a residential homae setting and/or a historic building converted to a
uaint lodging facility.
ILLED-TO-ROOM CALL:
n operator-assisted call that allows guests to have an operator place their
alls and then advise the hotel of the charges.
ILLING CLERK:
he person responsible for charging to hotel guests all vouchers
epresenting food, beverages, room service, and merchandise purchases.
ABANA:
guest room adjacent to the pool area, with or without sleeping facilities
ALL ACCOUNTING SYSTEM:
system that is part of the telephone equipment that prices telephone
alls made by hotel guests and sends the information to the property
management system (PMS) for billing.

ALLING CARD:
credit card for making telephone calls; issued by either the local phone
ompany or a long-distance company.
ALLING CARD CALL:
 A call typically billed to a code number on a calling card issued by
either the local phone company or a long-distance company, usually
with a per-call surcharge.
Cancellation:
a reservation voided by a guest.

Cancellation hour:
a specific time after which a property may release for sale all unclaimed non-gua
ranteed reservations, according to property policy.

Cancellation number:
a number issued to a guest who properly cancels are servation, proving that a cancellation was
received and acted upon.

Card key:
a plastic card, resembling a credit card, used in place of a metal key to open a guest room door.
Card keys require electronic locks.

Casino hotel:
a hotel that features legal gambling, with the hotel operation subordinate to the gambling operation.

Center city hotel:

full-service hotel located in a downtown area.

Central reservation office:

part of an affiliate reservation network. A central reservation office typically deals directly with the
public, advertises a central (usually toll-free) telephone number, provides participating properties
with necessary communications equipment, and bills properties for handling their reservations.

Chain operating company:

a firm that operates several properties, such as holiday inn worldwide or hilton hotels corporation.
Such an operator provides both a trademark and a reservation system as an integral part of the
management of its managed properties.
 heck-in:
he procedures for a guest’s arrival and registration.

heck-out:
he procedures for a guest’s departure and the settling of his or her account.(2) a room status term
ndicating that the guest has settled his or her account,returned the room keys, and left the
roperpropertyty.

ommercial agency:
travel agency that specializes in commercial business and usually has little or no walk-in clientèle

ommercial hotel:
property, usually located in a downtown or business district, that caters primarily to business
ients. Also called a transient hotel.

ommercial travel:
avel for business purposes, not for pleasure.

omplimentary occupancy percentage :

ratio that shows the percentage of occupied rooms that are complimentary and generate no
evenue;calculated by dividing complimentary rooms for a period by total available rooms for the
ame period. Sometimes referred to simply as complimentary occupancy.

omplimentary room:
complimentary or “comp” room is an occupied room for which the guest is not charged. A hotel
may offer comp rooms to a group in ratio to the total number of rooms the group occupies. One
omp room may be offered for each fifty rooms occupied, for example.

oncierge:
an employee whose basic task is to serve as the guest’s liaison with hotel and non-hotel
attractions, facilities, services, and activities.
 ondominium hotel:
hotel in which an investor takes title to a specific hotel room, which remains in the pool to
e rented to transient guests when ever the investor is not using the room. The investor
xpects to receive a gain from the increase in value of the hotel over time, as well as receive
ngoing income from the rental of his or her room.

onducted tour:
pre – arranged travel program, usually for a group,that includes escort service.
sight-seeing program, such as a city tour, conducted by a guide. Also called an escorted
our.
om
onference center:
specialized hotel, usually accessible to major market areas but in less busy locations, that almost
xclusively books conferences,executive meetings, and training seminars. A conference center may
ovide extensive leisure facilities.

onfirmed reservation:
n oral or written statement by the supplier (a carrier, hotel, car rental company, etc.) that he or she has
ceived and will honor a reservation. Oral confirmations have virtually no legal worth. Even written or
legraphed confirmations have specified or implied limitations. For example, a hotel is not obligated
honor a confirmed reservation if the guest arrives after 6 p.m., unless late arrival is specified.
onfirmed reservations maybe either guaranteed or non-guaranteed.

onnecting rooms:
wo or more guest rooms with private connecting door spermitting guests access between rooms
ithout their having to go into the corridor.

ontinental breakfast:
small morning meal that usually includes a beverage, rolls, butter, and jam or marmalade.

ontinental plan:
a room rate that includes continental breakfast.
 rporate hotel chain:
otel organization that has its own brand or brands, which may be managed by the
rporate chain or by a conglomerate.

roupier:
casino employee who collects and pays bets and conducts game sat gaming tables. Also
lled a dealer.

ruise ships:
ssenger ships designed for vacationers. Today’s cruise ships feature a variety of
tivities and entertainment and can be thought of as floating resort hotels.

ruise-only agency:
ravel agency that sells only cruises.

ay rate:
special room rate for less than an overnight stay

omestic tourism:
avel within the traveler’s country of residence

oorknob menu:
a type of room service menu that a housekeeper can leave in the guest room. A
doorknob menu lists a limited number of breakfast item sand times of the day that the
meal can be served. Guests select what they want to eat and the times they want the
food delivered, and then hang the menu outside the door on the doorknob. The menus
are collected and the orders are prepared and sent to the rooms at the indicated times.
ouble:
guest room assigned to two people.
beverage operations, a drink prepared with twice the standard measure of alcohol in one glass.

ouble occupancy percentage:

e multiple occupancy percentage.

ouble occupancy rate:

rate used for tour groups that bases the per-person charge on two to a room.

ouble-loaded slab:
guest room floor configuration in which rooms are laid out on both sides of a central corridor.

ouble-locked room:
n occupied room for which the guest has refused housekeeping service by locking the room from
e inside with a dead bolt.double-locked rooms cannot be accessed by a room attendant using a
andard passkey

rly arrival:
guest who arrives at the property before the date of his or her reservation.

arly makeup:
room status term indicating that the guest has reserved a nearly check-in time or has requested his
her room to be cleaned as soon as possible.

co tourism:
low-impact tourism that avoids harming the natural or normal environment. In this relatively new
approach to promoting enjoyment, as well as protection, of the environment, tourists seek out
environmentally-sensitive travel and/or tours or vacations which, in some way, improve or add to
their knowledge of an environment
scort:
person, usually employed by a tour operator, who accompanies atour from departure to
turn and serves as guide, trouble-shooter, etc.

scorted tour:
group of travelers traveling with a guide who has travel experience and has set up an
inerary for the group.

uropean plan:
room rate that does not include any meals.

xecutive floor:
floor of a hotel that offers exceptional service to business and other travelers. Also
alled a business floor or the tower concept.

xpected arrival/departure report:

daily report showing the number and names of guests expected to arrive with
servations, as well as the number and names of guests expected to depart.

xpected arrivals list:

daily report showing the number of guests and the names of guests expected to arrive
ith reservations.

xpected departures list:

a daily report showing the number of guests expected to depart, the number of stay-
overs (the difference between arrivals and departures), and the names of guests
associated with each transaction
amiliarization (fam) tour:
reduced-rate, often complimentary, trip or tour offered to travel agents, wholesalers,
ncentive travel planners, travel writers, broadcasters, or photographers to promote a
otel or a destination.

amily life cycle:

series of stages used to distinguish between types of travelers; variables used to
etermine family life cycle stages are age, marital status, and presence and ages of
hildren.

amily rate:
special room rate for parents and children occupying one guestroom

y cruising:
travel trend in which tourists fly to a destination to begin a cruise, generally as part
f a travel package

olio:
he guest’s bill that all hotel and incidental charges are posted to.

oreign independent tour (fit):

tour created for individuals or families who walk into a travel agency and tell an
gent what country or are at hey would like to visit and what they would like to see

ont desk:
 the focal point of activity within the hotel, usually prominently located in the hotel
lobby. Guests are registered, assigned rooms, and checked out at the front desk.
ont desk:
e fcheckedocal point of activity within the hotel, usually prominently located
the hotel lobby. Guests are registered, assigned rooms, and checked out at
e front desk.

ont desk agent:

hotel employee whose responsibilities center on the registration process, but
so typically include preregistration activities, room status coordination, and
ail, message, and information requests.

ont of the house:

e functional areas of a hotel or restaurant in which employees have extensive
uest contact, such as the front desk (in hotels) and the dining room(s).

ont office:
hotel’s command post for processing reservations, registering guests, settling
uest accounts, and checking guests in and out

ll-service agency:
travel agency that handles all types of travel for consumers.

ull-service hotel:
a hotel with a full range of services service and amenities which may
include some or all; on site restaurant and lounge, meeting facility, pool,
fitness center, business center, etc.
obal distribution system (gds):
nsystemsetwork of internet reservation systems that provide a central
ace where travelers and travel agents can check availability and
serve travel related products like hotels, airline, car rentals, cruises,
il. Formed and managed by the airline industry and includes system
ke sabre, apollo, amadeus, and pegasus.

rand tour, the:

extended trip across the european continent that served as part of the
ucation of young british aristocrats. A typical tour began in england
d had the major cultural cities of italy as its destination. In its early
ars, a tour could last as long as 40 months. By the end of the grand
ur era,the age of the traveler had increased, and the length of the tour
creased;individuals traveled more for pleasure than for an extended
ucational tour. The grand tour era lasted from about 1500 to 1820.

oup pick-up:
e guest rooms that are actually rented by a group that are help in a
oup reservation.

roup reservations:
a block of multiple guest rooms that are being held under an
individual or business’ name at a particular hotel for a specific date
or range of dates. Generally used for conventions, conferences,
meetings,receptions, weddings, etc.
UEST COMMENT CARD:
hort questionnaires that lodging propertiepropertiess and food service
tablishments ask their guests to fill out. Guest comments are used by the
operty to define current markets and to improve the operation.

UEST HISTORY CARD:

record of the guest’s visits including rooms as signed rates, special needs, and
edit rating.

UEST HISTORY FILE:

file containing guest history cards. It is maintained for marketing purposes and
referred to for return visits.

UEST INFORMATION SERVICES:

utomated information devices in public hotel areas that enable guests to obtain
formation about in-house events and local activities.

UEST PROFILE:
list of the characteristics that a property’s guests have in common. The guest
ofile helps management to identify which market segments the property
ppeals to and which segments the property wants to attract.

UEST RELATIONS:
The establishment of personal rapport and goodwill with guests through
service and attention to individual guest needs. In a narrower sense, the
promotion of in-house products and services,the entertainment of VIPs, and
the handling of social functions—especially in are sort hotel.
 uaranteed reservations:
rebyservation that is guaranteed by the guest to be paid even if the guest fails to
rrive. Often this guarantee is made by a company or with a credit card.

Guest service manager (gsm):

manager of the guest services department.

Guest service representative (gsr):

mployees who provide check-in check-out, mail, key, message, and information
ervices for guests.

Guestroom control book:

book used to monitor the number of guestrooms committed to groups. It
ontrols guest room booking activity by providing the sales office with the
maximum number of guest rooms it can sell to groups on a given day. The
emaining guest rooms (and any unsold guest rooms allotted to groups) are
vailable for individual guests.

Guestroom key:
key that opens a single guest room door if it is not double-locked.

Guestroom maintenance:
 a form of preventive maintenance involving the inspection of a number of
items in the guest room, minor lubrication of doors and other equipment,
repair of obvious small problems and, when needed, the initiation of a work
order for more substantial problems or needs.
ospitality:
e cordial and generous reception of guests. Derived from the latin term hospes, “a
uest.”
ception
spitality industry:
dging and food service businesses that provide short-term or transitional lodging and/or food.

ospitality suite:
oom used for entertaining (e.g., a cocktail party); usually a function room or parlor.

otel:
arge lodging facility, generally a hotel is full service and a multi-story building with interior
trance guest rooms.

otel chain:
group of affiliated hotels.

otel guest cycle:

e sequence of phases that begins with pre- sale events, continues through point-of-sale
tivities, and concludes with post-sale transactions. The phases identify the physical contacts and
nancial exchanges that occur between guests and various revenue centers within a lodging
eration.

otel management company:

company that is hired to professionally manage a hotel(s) for other owners.

otel representative:
an individual who offers hotel reservations to wholesalers, travel agents, and the public. A
hotel representative or “rep” maybe paid by the hotels he or she represents on a fee basis or
by commission.many hotel reps also offer marketing and other services.
OUSE LIMIT:
guest credit limit predetermined by management officials.

OUSEKEEPING DEPARTMENT:
department of the rooms division,responsible for cleaning the hotel’s guest rooms and
ublic areas

NCENTIVE TRAVEL:
avel financed by a business as an employee incentive.

NCLUSIVE TOUR:
tour in which specific elements—air fare, hotels,transfers, etc.—are included for a flat
te. An inclusive tour rate does not necessarily cover all costs.

NDEPENDENT FOOD SERVICE OPERATION:

n operation owned by an owner or owners with one or more properties having no
ain relationship.Menus, food purchase specifications, operating procedures, etc. may
ffer among the owned properties.

NDEPENDENT HOTEL:
hotel with no chain or franchise affiliation. It may be owned by an individual
oprietor or a group of investors.

N-ROOM GUEST CONSOLE:

A multi-feature phone that may include such functions as two-way speaker phone
capability; a jack for portable computer use; an alarm clock; radio; remote control of
heating, ventilating, and air conditioning, television, and room lights; energy
management; and a theft alarm.
 -room movie system:
uest room enterentertainmenttainment provided through a dedicated television pay channel.
harges for the use of this in-room entertainment are posted to the appropriate guest folio.

nn:
smaller lodging facility, generally an inn is limited service and one to three stories.

nternational tourism:
avel people make outside their country of residence.

ing bed:
bed approximately 78 inches by 80 inches

anai:
guest room with a balcony or patio, overlooking water or a garden.

andmark:
stinguishing feature that stands out and provides a reference point for orientation.
andmarks also provide travelers with information about direction and distance.

ate arrival:
guest holding a reservation who plans to arrive after the property’s designated cancellation
our and so notifies the property.

ate check-out:
a guest who is being allowed to check out later than the property’s standard check-out time
 ONG-TERM STAY/RELOCATION GUESTS:
hose individuals or families relocating to an area who require lodging until
ermanent housing can be found.

ODGE:
lodging facility that is generally small and often designed in located in a
ustic outdoors environment or activities such as; fishing, skiing,boating,
co-tours.

ODGING FACILITY: A
usiness that rents guest rooms to the public on a nightly or shorter term
nge of dates, i.e. weekly, month to month.

ODGING INDUSTRY:
odging and food service businesses that provide short-term or transitional
dging.

UXURY HOTEL:
hotel with high room rates that features exceptional service and
menities.

MASS TOURISM:
Wide-scale travel by a large number of people—not just the elite—
brought about by the increase in leisure time, discretionary income,and
reliable and inexpensive modes of transportation such as the automobile
and airplane.
mass tourists:
avelers participating in wide-scale travel designed for large numbers of people.

Master folio:
bill that all charges for the members of a group are posted to.

Master key:
key that can open all guest room doors that are not double-locked

mid-price/extended-stay hotels:
otel that caters mostly to persons who must be in an area for a week or longer.
he guest rooms of mid-price/extended-stay hotels have more living space than
egular hotel guestrooms, and may also have cooking facilities. Guest rooms in
hese hotels tend to be less expensive than guest rooms in full-service or all-suite
otels.

Mid-range service:
modest but sufficient level of service that appeals to the largest segment of the
aveling public. A mid-range property may offer uniformed service, airport
mousine service, and food and beverage room service; a specialty restaurant,
offee shop, and lounge; and special rates for certain guests

motel:
a smaller lodging facility, generally a motel is limited service and one to two
stories with exterior entrance rooms that guest can drive up to. Often referred
to as motor hotel.
ational tourism office:
rimary government agen
y responsible for implementing national goals and public policy with respect to tourism,
nd for providing information services to international travelers

ccupancy report:
report prepared each night by a front desk agent that lists rooms occupied that night and
so lists those guests expected to check out the following day.

ccupied:
room status term indicating that a guest is currently registered to the room

nline reservation system:

n internet based system used by hotels that allows prospective hotel guests to check
vailability and make reservations at the hotel.

verbooking:
ccepting reservations that exceed available rooms

verstay:
guest who remains at the property after his or her stated departure date.

ackage:
a special offering of products and services created by a hotel to increase sales. There are
weekend packages, honeymoon packages, sports packages, and so on. A typical package
might, for a special price, include the guest room, meals, and the use of the property’s
recreational facilities.
 ACKAGE:
A special offering of products and services created by a hotel to increase
alesproducts. There are weekend packages, honeymoon packages, sports
ackages, and so on. A typical package might, for a special price, include
he guest room, meals, and the use of the property’s recreational facilities.

ACKAGE TOUR:
A tour put together by a tour packager or operator.Travelers who buy the
ackage make the trips by themselves rather than with a large group. The
ackage offers, at an inclusive price, several travel elements which a
aveler would otherwise purchase separately—any combination of
odging; sight-seeing; attractions; meals; entertainment; car rental; and
ansportation by air, motor coach, rail, or even private vehicle. A package
our may include more than one destination.

OINT OF SALE SYSTEM (POS):

omputerized systems that retail outlets such as restaurants, gift shops,
tc, enter orders and maintain various accounting information. The POS
enerally interfaces with the property management system (PMS).

ROPERTY MANAGEMENT SYSTEM (PMS):

 A computerized front desk system that manages hotel room inventory,
guest billing and interfaces with various other systems such as
telephone, call accounting, point of sale (POS),entertainment
 uad:
guest room assigned to four people; may have two or more beds.

uality group:
e group of travelers for whom the quality of their vacation is of paramount
mportance. They want and are willing to pay for first-class accommodations and
rvice.

ueen:
bed approximately 60 inches by 80 inches

ck rate:
e current rate charged for each accommodation as established by the property’s
anagement

servations:
guest room that being held under an individual or business’ name at a particular hotel
r a specific date or range of dates.

eservations agent:
n employee, either in the front office or in a separate department, who is responsible
r all aspects of reservations processing.

eservations department:
a department within a hotel’s rooms division staffed by skilled telemarketing
personnel who take reservations over the phone, answer questions about facilities,
quote prices and available dates,and sell to callers who are shopping around.
esident manager:
he mchargeanager in charge of the rooms division in amid-size to large
otel. Sometimes resident managers are also in charge of security.

Resort hotel:
hotel, usually located in a desirable vacation spot, that offers fine
ining, exceptional service, activities unavailable at most other
roperties, and many amenities.

Room block:
n agreed-upon number of rooms set aside for members of a group
lanning to stay at a hotel.

Room data card:

card used to record information concerning the basic characteristics
nd major elements of an individual guest room

oom occupancy sensor:

 a device that uses infrared light or ultrasonic sound waves to sense
the physical occupancy of a room. Sensors have the ability to turn
on devices and appliances such as lights, air conditioning, and
heating whenever a guest enters a space, and to turn these devices
and appliances off when the guest leaves.
oom rack:
card index system that is constantly updated to reflect occupied and vacant
ooms. In the evening, the room rack contains forms for only those registered
uests remaining for the night who are to be charged for rooms. A daily room
port can be prepared from the room rack.

oom rate:
e price a hotel charges for overnight accommodation. See also rack rate.

oom status:
formation about current and future availability of guestrooms in a lodging
roperty. Current availability is determined through housekeeping data. Future
vailability is determined through reservations data.
nformation about availability data which extends several days into the future
important because it may affect the length of stay of in-house guests.

oom status discrepancy:

situation in which the housekeeping department’s description of a room’s
atus differs from the room status information that guides the front desk
mployee in assigning rooms to guests.discrepancies can seriously affect a
roperty’s ability to satisfy guests and maximize room’s revenue.

ooming list:
a list of the guests who will occupy reserved accommodations. This list is
submitted in advance by the buyer.
 ooms allotment report:
report that summarizes rooms committed (booked or blocked), by future date

ooms checklist:
list, used for guest room (preventive)maintenance, of all the items in the guest
oom with a brief notation opposite each item of the type of inspection, repair,
ubrication, adjustments, or cleaning activity to be performed.

ooms discrepancy report:

report that notes any variances between front desk and housekeeping room
atus updates. It often alerts management to investigate the possibility of
eepers. See sleeper.

ooms division:
he largest, and usually most profitable, division in a hotel. It typically consists of
our departments: front office, reservations,housekeeping, and uniformed service.

ooms history report:

computer-based report that depicts there venue history and use of each room by
oom type. This report is especially useful to those properties employing an
utomatic room assignment function.

ooms status report:

a report that indicates the current status of rooms according to housekeeping
designations, such as: on-makeup, on-change,out-of-order, clean, and ready
for inspection.
ience tourism:
subgroup of ecotourism in wh
h laypersons travel with scientists and students to help with scientific work at various
tes throughout the world. Science tourists often work very hard (even though they are
aying for the vacation) and make a contribution to a body of scientific knowledge.

ervice charge:
percentage of the bill (usually 10% to 20%) added to the guest charge for distribution to
rvice employees in lieu of direct tipping.

de-by-side suite:
suite that consists of two small bays, each with windows to the outside.

ngle bed:
bed approximately 36 inches by 75 inches.

kipper:
guest who leaves without paying.

eeper:
vacant room that is believed to be occupied because the roomr ack slip or registration
rd was not removed from the rack when the previous guest departed.

pa:
a mineral spring, or a locality or resort hotel near such a spring, to which people
resorted for cures (from spa, a watering place in eastern belgium).to day, the word spa
is used more loosely to refer to any fashionable resort locality or hotel.
ay over:
room status term indicating that the guest is not checking out and will remain at least one
ore night

udio:
guest room having one or two couches that convert into beds.

uite:
) a guest room with a parlor area in addition to a sleeping room,and
perhaps a kitchenette.
) several pieces of furniture of similar design, usually sold together to
outfit a complete room.

uite hotel:
hotel whose sleeping rooms have separate bedroom and living room or parlor areas, and
erhaps kitchenettes

ur:
ny pre-arranged (but not necessarily prepaid) journey to one or more places and back to
e point of origin.

our broker:
an individual licensed and bonded by the interstate commerce commission to operate
motor coach tours in the united states and, in some cases, canada, as permitted by the
scope of his or her license. Also known as a motor coach broker or tour operator.
our operator:
business that puts together travel tours and sells them directly to
dividuals or through travel agencies.

ourism development:
e long-term process of preparing for the arrival of tourists; entails
anning, building, and managing attractions,transportation,
ccommodation, services, and facilities that serve the tourist.

ourism enclave:
elf-contained resort complex that caters to all the needs of tourists who
rive as part of a tour or other type of package.

ourism planning:
e process of preparing for tourism development;a tool for addressing the
hoices associated with tourism development.

ower:
guest room floor configuration in which rooms are grouped around a
entral vertical core.

ransient hotel:
lodging operation that caters primarily to businesspeople; transient
hotels tend to be busiest Monday through Thursday.
RAVEL CLUB:
type of travel agency that charges an annual fee to its members and in return offers
ckaged vacations to members at reduced prices.

WIN:
guest room with two twin beds.

WIN BED:
bed approximately 39 inches by 75 inches.

NDER STAY:
guest who checks out before his or her stated departure date

PGRADE:
o move to a better accommodation or class of service.

ACANT:
room status term indicating that the room has been cleaned and inspected, and is
ady for the arriving guest.

ILLAGE STAY:
An alternative form of tourism in which the tourist can experience life in a rural
place—fishing village, farm, historic village, etc.—by staying in the home of a
resident, in a dormitory, or in some other type of accommodation
 ice mail:
ystem that is part of the telephone equipment which provides for hotel guests and staff to retrieve
message left by a caller.

alk-in guest:
uest who arrives at a hotel without a reservation

lking a guest:
ituation in which a hotel is unable to honor a guest’s reservation and helps the guest find
commodation elsewhere.

ater park hotel:

hotel that offers a large recreational water elements such large pools, multiple pools, slides or
her water related venues.

cht club:
rivate club located near a large body of water, whose main purpose is to provide facilities such
marinas to boat owners.

– call (zero – call):

elephone call placed with an operator’s assistance. Examples may include calling- and credit-
rd calls, collect calls, and third-party calls.

ne lighting:
hting designed to facilitate traffic from one space to another.

ird party booking engine:

an internet site that provides a booking engine where a traveler can search a large number of
lodging facilities for availability and reserve a room. The lodging facilities are not affiliated
with the site and pay a fee for the business that the third party site generates.examples of third
party sites include; hotels.com, price line.com
Conclusion

 From this assignment I have learned about the key terms

which where used in this particular department.
 Reference Link
 https://www.google.com/url?
sa=t&source=web&rct=j&url=http://joecad.blogspot.com/p
/hotel-front-office-terminology.html%3Fm
%3D1&ved=2ahUKEwixuvSW16HyAhUa63MBHf8SDk
MQFnoECB0QAg&usg=AOvVaw3MTUi5SO_3A3kH--
5bAFbc&cshid=1628438650839
Thank you 💗